Best practice groups

Details

The Leasehold Network is pleased to announce its first round of (virtual) best practice groups for 2021. These sessions provide delegates with an opportunity to network with other housing professionals, and share best practice on a chosen theme. 

Hosted by Leasehold Network associate John Gargan, this session looks at the latest government legislative announcements such as fire safety, reform, cladding and shared ownership, and how leasehold teams are adapting to them. 

Further sessions in this series of best practice groups are listed below:

• The service charge session | Tuesday 13 April, 1:30-3:30
• The operations session | Wednesday 21 April, 1:30-3:30.

*Please note that places are limited to two per organisation. Further bookings will be added to a waiting list for space.

**This session is free to members of the Leasehold Network. To check your entitlement email networks@hqnetwork.co.uk or call 01904 557150 (option 3). 

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The Health and Safety Network is pleased to announce its fourth best practice group for 2021. These groups give attendees the chance to network and share best practice around a given theme. 

This session will discuss the Social Housing White Paper with peers from across the sector. 

The session will be facilitated by L&Q's Steve Pettitt. 

*Please note that places are limited to two per organisation. Further bookings will be put on a waiting list for places.

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Details

The Leasehold Network is pleased to announce its first round of (virtual) best practice groups for 2021. These sessions provide delegates with an opportunity to network with other housing professionals, and share best practice on a chosen theme. 

Hosted by Leasehold Network associate Ann Faulkner, this session looks at the current issues affecting operations, and how leasehold teams are dealing with them.

Further sessions in the series are available for booking below:

• The service charge session | Tuesday 13 April, 1:30-3:30
• The legislation session | Friday 16 April, 10:00-12:00 

*Please note that places are limited to two per organisation. Further bookings will be added to a waiting list for space.

**This session is free to members of the Leasehold Network. To check your entitlement email networks@hqnetwork.co.uk or call 01904 557150 (option 3). 

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PayPoint and Voicescape are working with social housing providers to make their lives easier – by eliminating friction for customers. The latest collaboration between the tech leaders is bringing a new level of simplified customer experience to the way rent is paid and greater efficiencies within operational teams.

In this must-attend virtual workshop we will demonstrate the multiple opportunities for you to make life easier – and more seamless – for your customers when they contact you, and how our holistic approach to aligning process and technologies can transform services across Finance, IT, Income and customer experience functions. There will be plenty of opportunities to ask questions and provide input on the day.

*Please note that places are limited to two per organisation. 

**This session is free to all HQN members. To check your entitlement email networks@hqnetwork.co.uk or call 01904 557150 (option 3). 

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The murder of Sarah Everard has again raised the issue of violence against women and girls to the top of the agenda.

Our April best practice group will examine questions such as:

 

• What is the responsibility of men in and of women in stopping violence against women?
• What can social landlords do to reduce and eliminate violence against women and girls?
• What is the societal background that creates the conditions where violence against women and girls is possible?

As usual the meeting will include plenty of opportunity for questions, discussion and planning action. Led expertly by Associate Colin Heyman we will welcome speakers and delegates from across the sector.

*Please note that places are limited to two per organisation. Further bookings will be put on a waiting list for places.

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Over 10 years ago, Amazon’s retail business needed a contact centre that would give customers personal, dynamic, and natural experiences. They couldn’t find one that met their needs, so they built it and subsequently made it available for businesses to use. Today, thousands of companies ranging from 10 to tens of thousands of agents use Amazon Connect to serve millions of customers daily.

Later this month, HQN is teaming up with Amazon Web Services and Arcus Cloud Services for a virtual session looking at how housing associations can provide superior customer service at a lower cost with Amazon Connect, an easy to use omnichannel cloud contact centre service. 

Agenda

• Learning from Amazon: In this session, we provide an overview of how Amazon keeps customers happy through innovative customer service mechanisms such as Working Backward, Customer Connections, automated chatbots and the Amazon Andon Cord. Participants will also understand why Amazon operates on a cloud-based contact centre platform (Amazon Connect) and how it enables Amazon to rapidly implement and scale better customer experiences while they continue to grow their business globally
• Housing association success story: Learn how Arcus Cloud Services helped a housing association to set up a 60 agent contact centre on Amazon Connect within two days and hear them discuss the benefits they’re now seeing.

*Please note that places are limited to two per organisation. 

**This session is free to all HQN members. To check your entitlement email networks@hqnetwork.co.uk or call 01904 557150 (option 3). 

 

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HQN and the people behind the UK’s largest mutual exchange site, HomeSwapper are running a series of free virtual workshops to help shape a project aiming to capture the resident voice across the UK.

Launching this Spring, the Resident Voice Index from MRI Software will gather anonymised survey responses from residents of social housing about their experiences, their homes, their neighbourhoods, their housing providers and their vision for the future.

All housing associations and local authorities are this year expecting changes in law for how they engage with their residents. This project aims to amplify the voice of the resident and bring it directly to housing providers to improve services and build thriving communities.

As a leading technology provider with direct access to a large proportion of the population living in social housing, MRI are well placed to support residents by collecting their anonymised insights.

Before the survey is launched to a wider group of residents, input is needed from engaged residents to ensure that the resulting output asks the right questions in the right way. 

Themes for discussion will include:

• The contribution of social housing to wellbeing
• The safety of homes and neighbourhoods
• The contribution of housing providers to community
• The effectiveness of existing resident engagement
• Opinions on mixed models of home ownership
• How digital tools impact service delivery and what you expect from them.

Why your voice is necessary:

• To shape the questions that are asked
• To give us your opinion about how to approach the wider population of residents
• To establish the support you think is necessary to accompany this project
• How you envisage this influencing your housing provider.

Participation in these workshops will be limited to those living in social housing and housing providers will not be in attendance.

If you would like to take part in one of these workshops, we will be holding them alongside MRI throughout April. The full list of dates is below:

• Wednesday 7 April 2021, 7:00pm-8:00pm
• Thursday 8 April 2021, 1:00pm-2:00pm
• Thursday 29 April 2021, 2:00pm-3:00pm.

We are very much looking forward to working with you on this exciting project. To book your free place on this date please complete the booking form below.

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Details

HQN and the people behind the UK’s largest mutual exchange site, HomeSwapper are running a series of free virtual workshops to help shape a project aiming to capture the resident voice across the UK.

Launching this Spring, the Resident Voice Index from MRI Software will gather anonymised survey responses from residents of social housing about their experiences, their homes, their neighbourhoods, their housing providers and their vision for the future.

All housing associations and local authorities are this year expecting changes in law for how they engage with their residents. This project aims to amplify the voice of the resident and bring it directly to housing providers to improve services and build thriving communities.

As a leading technology provider with direct access to a large proportion of the population living in social housing, MRI are well placed to support residents by collecting their anonymised insights.

Before the survey is launched to a wider group of residents, input is needed from engaged residents to ensure that the resulting output asks the right questions in the right way. 

Themes for discussion will include:

• The contribution of social housing to wellbeing
• The safety of homes and neighbourhoods
• The contribution of housing providers to community
• The effectiveness of existing resident engagement
• Opinions on mixed models of home ownership
• How digital tools impact service delivery and what you expect from them.

Why your voice is necessary:

• To shape the questions that are asked
• To give us your opinion about how to approach the wider population of residents
• To establish the support you think is necessary to accompany this project
• How you envisage this influencing your housing provider.

Participation in these workshops will be limited to those living in social housing and housing providers will not be in attendance.

If you would like to take part in one of these workshops, we will be holding them alongside MRI throughout April. The full list of dates is below:

• Wednesday 7 April 2021, 7:00pm-8:00pm
• Thursday 8 April 2021, 1:00pm-2:00pm
• Wednesday 28 April 2021, 11:00am-12:00pm.

We are very much looking forward to working with you on this exciting project. To book your free place on this date please complete the booking form below.

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In partnership with HQN, Stockport Homes Group will be speaking about their current approach to customer engagement and building safety.

In 2019, a decision was made to retrofit sprinklers into the 22 blocks managed by Stockport Homes Group; these tower blocks consist of over 2,000 flats, and are home to over 3,000 residents. The decision was made following the Grenfell disaster, and required a campaign to provide reassurance, advice and guidance and to ensure that customers had very clear contact information for any questions or concerns.

Stockport Homes Group speakers will share their overall objectives of the customer engagement campaign and how they were delivered to give clear guidance to customers, consult and address any concerns as well as providing reassurance to following the Grenfell tragedy.

Part of a two-year project that started in 2019,  the speakers will also share their technical journey into safer building in line with the large scale investment being made into the installation of sprinklers to all blocks in the Borough while reinforcing the key campaign messages. 

• 2:00pm Intro & recap of our journey from Operations Director, John Bowker 
• 2:10pm Importance of Customer engagement with building safety – Helen Alderson from Customer Engagement
• 2:25pm Building safety video with involvement from SHG customers 
• 2:35pm Technical journey into safer buildings and investment – Tom Spencer, Head of Building Safety
• 2:50pm Q & A’s 
• 3pm Close.

*Please note that places are limited to two per organisation. Further bookings will be added to a waiting list for space.

**This session is free to members of the Residents' Network, the Asset Management Network, the Health and Safety Network and the Housing Quality Network. To check your entitlement email networks@hqnetwork.co.uk or call 01904 557150 (option 3). 

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The management of residential blocks has come into sharp focus in the post-Grenfell era.

A new building safety regulator updated advice for the management of multi-storey buildings and plans for a new Fire Safety Bill have all been announced in recent months.

Safety is paramount but what will be the role of Estate Services teams? And could the appointment of new health and safety teams lead to duplication of workload?

This session will give professionals involved in estate services the chance to network and discuss best practice around block management and to discuss issues they are facing.

Saleh Mirza, Head of Building Projects at A2 Dominion, will lead a group discussion and talk about his experiences having previously being responsible for estates services before moving to his current role and taking charge of block safety. This will be followed by a Q&A session and open discussion.
 

*This session is free to members of the Asset Managment Network and the Housing Management Network. To check your entitlement email networks@hqnetwork.co.uk or call 01904 557150 (option 3). 

**Places are limited to two per organisation. Further bookings will be added to a waiting list for places. 

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In association with Fuzzlab: This session is the first in a series of three that will tell you things you need to know if you’re considering implementing a chatbot and help you build your business case. 

As well as a high-level overview of chatbot technology and the different platforms you can use, we’ll share some of the benefits that a chatbot can provide and the pitfalls that you need to avoid. We’ll give you the information you’ll need to create a business case and share some of the usage data we’ve had back from our implementations.
 
We’ll talk about some of the challenges we and our customers have faced and the things that will make sure yours is a success story. 

You’ll also hear from Accord’s head of Digital Transformation who will explain what Accord’s objectives are and what they have achieved in the past year. 

*Please note that places are limited to two per organisation. 

**This session is free to all HQN members. To check your entitlement email networks@hqnetwork.co.uk or call 01904 557150 (option 3). 

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For those who are familiar with MRI’s strategic planning tool (HousingBrixx), you will know that the solution is a great aid to help with financial planning to aid strategic decision making. But, whilst reporting facilities are comprehensive and configurable, the complex data is often difficult to represent in an easier to digest way for reporting.

This is where the dashboard functionality assists. By providing a visual representation of your strategic modelling forecasts it serves as a graphical representation tool, populated by published ‘data slices’ from the system via the dashboard engine.

The solutions come with standard and bespoke functionality and include the following key features:

• Simple and intuitive standard dashboard set-up
• System-generated graphs manipulation 
• Drill-down and raw data analysis
• Easy, anytime data-deletion
• Graphs to numerical tables conversion
• Tables and graph export facility
• Online dashboard viewing via web browser for non HousingBrixx users.

Join us for a showcase of the dashboard functionality. It will further enhance your MRI HousingBrixx solution and provide the data representation required to make strategic, data-driven decisions.

*Please note that places are limited to two per organisation. 

**This session is free to all HQN members. To check your entitlement email networks@hqnetwork.co.uk or call 01904 557150 (option 3).  

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In association with MRI.

Technology is being used daily to maintain housing stock and deliver repairs, maintenance, and asset management operations. But with wide ranging and complex requirements and multiple systems in play, seeing the true value-added of technology can be a challenge. 

Find out how dedicated repairs and maintenance management software can alleviate that pain and revolutionise how you manage day-to-day operations and long-term strategic planning. 

 This session explores: 

• The repairs and maintenance journey through the eyes of the resident – is your tech enhancing the overall customer experience?
• Efficiency control - increase throughput of operatives to maximise the number of jobs in a day  
• Promoting a first-fix ethos across your organisation and how stock control can help.

This session will be of particular interest to people working in IT, repairs and asset management roles.

*Please note that places are limited to two per organisation.

**This session is free to all HQN members. To check your entitlement email networks@hqnetwork.co.uk or call 01904 557150 (option 3). 

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In association with FuzzLab: Why is it that some chatbots underwhelm while others provide an excellent customer experience and what can you do to make sure your implementation is a successful one.

This session will provide an overview of best practices to get the best possible outcome from your chatbot implementation. We’ll tell you the most important things you need to do and the things to avoid making sure your customers have an excellent experience so you can reduce call volumes.

*Please note that places are limited to two per organisation. 

**This session is free to all HQN members. To check your entitlement email networks@hqnetwork.co.uk or call 01904 557150 (option 3). 

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The Health and Safety Network is pleased to announce its fifth best practice group for 2021. These groups give attendees the chance to network and share best practice around a given theme. 

This session will discuss CDM with peers from across the sector. 

The session will be facilitated by L&Q's Steve Pettitt. 

*Please note that places are limited to two per organisation. Further bookings will be put on a waiting list for places.

 

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In association with FuzzLab: This session will dive into the details of how to train your chatbot so that it provides a fantastic customer experience.

It will give guidance on the things you need to do so your chatbot implementation is super successful and stop your customers getting frustrated. From structuring your project to doing the analysis to giving you the know-how to train the AI.  

*Please note that places are limited to two per organisation. 

**This session is free to all HQN members. To check your entitlement email networks@hqnetwork.co.uk or call 01904 557150 (option 3). 

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The Rent Income Excellence Network is pleased to announce its second round of best practice groups for 2021. These sessions offer participants the chance to network and share best practice around a chosen theme.

The topic for this session will be announced in due course.

The session will be facilitated by HQN's Mark Henderson via Zoom. 

*Please note this session is limited to two places per organisation. Further bookings will be added to a waiting list for places.

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The Rent Income Excellence Network is pleased to announce its second round of best practice groups for 2021. These sessions offer participants the chance to network and share best practice around a chosen theme.

The topic for this session will be announced in due course.

The session will be facilitated by Optivo's Mark Walker via Zoom. 

*Please note this session is limited to two places per organisation. Further bookings will be added to a waiting list for places.

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The Rent Income Excellence Network is pleased to announce its second round of best practice groups for 2021. These sessions offer participants the chance to network and share best practice around a chosen theme.

The topic for this session will be announced in due course.

The session will be facilitated by Curo's Emma Owens via Zoom. 

*Please note this session is limited to two places per organisation. Further bookings will be added to a waiting list for places.

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The Health and Safety Network is pleased to announce its sixth best practice group for 2021. These groups give attendees the chance to network and share best practice around a given theme. 

This session will discuss fire safety with peers from across the sector. 

The session will be facilitated by L&Q's Steve Pettitt. 

*Please note that places are limited to two per organisation. Further bookings will be put on a waiting list for places.

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